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Manager, Lifecycle Contract Management - APAC

Remote

APACFull-timeMidweight

Job description

About Remote Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.   If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! What this job can offer you We are looking for a Manager, Contracts Management to own the planning, implementation and service level for lifecycle contracts management team based in the APAC ( India, South East Asia and Japan).  Reporting to the Senior Manager of Lifecycle Operations Contracts Management, this is an exciting time to join Remote and make a personal impact in the global employment space in our growing Lifecycle Operations team. As a critical extension of our clients’ HR teams, we navigate and advise on the intricate paths of global employment with unmatched speed, expertise, and precision. The vision of the Lifecycle team at Remote is not just about maintaining the gold standard in HR practices; it’s about elevating it, integrating cutting-edge technology solutions, and enriching customer experiences in over 80+ countries. On this team, your work directly influences our ability to sustain and extend our compliance coverage, continuously enhance our customer journeys, and significantly increase our operational capacity. You’re not just part of a team; you’re at the forefront of shaping the future of work, ensuring every interaction is fast, intuitive, and profoundly impactful. Dive into a role where your passion for innovation, commitment to excellence, and drive to make a global difference aligns with our mission to empower organizations worldwide to employ anyone, anywhere — compliantly. What you bring You’ll have a track record of experience in HR Operations across multiple countries in APAC region, with a deep knowledge of contracts management / labour law You have a track record of scaling or managing HR Operations across diverse APAC markets, with deep expertise in local labor compliance and contract management Experience of working in a fast-paced, international, scale-up environment Hands-on people management experience, with a coaching mindset You’re tech savvy and have experience working with a variety of digital tools Passionate about accomplishing goals, you’ll be used to working in a service level environment, with an emphasis on continuous improvement and customer satisfaction Startup and remote working experience would be a plus. Writes and speaks fluent English It's not required to have experience working remotely, but considered a plus Safely manage and maintain employee data and confidential information, adhering to established protocols, and ensuring utmost professionalism and discretion in handling and accessing such information Key Responsibilities  Serve as a subject matter expert and escalation point on all Contract Management related topics Identify and provide guidance, coaching, and development opportunities to direct reports to build a high performance team. Take full ownership of the recruitment, training, skills enhancement, mentoring, and supervision of the regional team to support their growth and development. Collaborate efficiently across multiple domains, including but not limited to Operations, Product, Engineering, Legal and Customer Success, and with Lifecycle team internal stakeholders to effectively execute and enhance existing integrations, processes, workflows, iteration and standard operating procedures (SOPs) in alignment with Remote’s business objectives. Improve & optimise Lifecycle Contracts Management team’s processes, existing workflows and tools including identifying opportunities for automation to improve quality, efficiency and drive scale Be able to go from “scout to scale” and actually start things up Be an internal and external champion of Remote's values and Lifecycle team's goals. Practicals You'll report to: Senior Manager, Lifecycle Contract Management Team: EOR Operations Location: For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify; APAC Start date: As soon as possible Application process Interview with recruiter Interview with future manager Interview with team members (no managers present) Bar Raiser Interview Prior employment verification check  Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skill

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